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CUSTOMER SERVICE MANAGER

 

Company:

LA CREME
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Job Reference Number

14566342

Client ID:

RI/EPO2C
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Posted On:

Feb 7 2012

Location:

CORK, CORK
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Job Type:

Permanent

Salary:

EUR48K - EUR64K /A + BENEFITS
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La creme,Cork's leading recruitment agency is seeking a highly experienced Multilingual Order to Cash Manager.

RESPONSIBILITIES:
  • Lead and manage a team of Customer Service & Accounts Receivable customer order management employees.
  • Manage the customer service function, call management processes for specified countries.
  • Assign customer services resources to operational day to day activities.
  • Successful and accurate absorption of migrating countries to SAP within SSC business model.
  • Ensure the highest standards of internal controls and compliance are met.
  • Ensure operational goals and targets are met
  • Manage Tier 1 & 2 customer disputes
  • Process Financial inventory management
  • Audit request preparation for internal and external auditors related to SOx, interim, statutory and year end financial statement audits including relationship management.
  • Coordinate and oversee the order to cash process within the SSC for assigned affiliates.
  • Lead and implement process improvement projects and optimisation opportunities related to Order to Cash processes
  • Lead O2C regional standardisation for customer service processes
  • Stabilise post migration process gaps and build strong and stable process solutions
  • Work with the Senior OTC Manager to develop and maintain relationship with markets, local controllers, auditors and other SSC functions including:
  • Internal and external auditors related to SOx, interim, statutory, and year end financial statement audit.
  • Financial Directors/Local Controllers for assigned affiliates
  • Other SSC Functions: P2P. O2C, etc.
  • Other affiliate Functions: Sales and Marketing, Distribution
  • Logistic Service Providers
  • Develop and manage key performance metrics both internally (SSC) and externally (market).
  • Present metrics to local management and supported markets
  • Develop and maintain challenging service level agreements (SLAs)
QUALIFICATIONS:

Third level Business Degree

THE PERSON:
  • A minimum of 5 years experience in a Shared Services Centre
  • Proven track record in Customer Service Management
  • SAP experience is an advantage
  • Strong people management skills and leadership ability
  • Second European language is a must